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Care Opinion

Excellent service and care

Posted By Kat531

"Excellent service and care"

About: Forth Valley Royal Hospital / GP Out of Hours Forth Valley Royal Hospital / Urgent Care Centre NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

I contacted NHS 24 this evening in regards to my daughter. The call was answered by a professional and very helpful call handler named Emma and my daughter was promptly assessed by a nurse within the service and referred to urgent care at Forth Valley royal . A doctor then contacted us to assess and we were given an appointment to attend urgent care .

My daughter was seen very promptly  by trainee ANP Chris who had excellent bed side manner and even made my daughter smile with his humour, despite her feeling so unwell. He assessed and diagnosed her while making myself and her feel at ease and reassured.We left with medication and advice . Excellent service from all involved in her care.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 8 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 24/08/2023 at 12:37
Published on Care Opinion at 12:37

picture of Shona Lawrence

Hi Kat531

Thank you so much for sharing your experience on Care Opinion. I'm sorry to learn your daughter has been unwell. This sounds as though it's been a worrying time for you both. I wish you both well.

The staff who cared for your daughter sound as though they did a great job in managing her care, but also in putting you at ease, which is hugely important.

Thanks specifically for mentioning one of our Call Handlers, Emma, here at NHS 24. We would love to be able to share your feedback with Emma directly as we always make a huge effort to ensure complimentary feedback is received by staff. Here at NHS 24, where patient care is delivered over the telephone, it's great to be included in such positive feedback. If you would be kind enough to call me with some additional detail, I would appreciate that. You can phone on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Thanks again and I hope your daughter's health continues to improve.

Take care meantime.

Shona

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 8 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 24/08/2023 at 16:43
Published on Care Opinion at 16:43

picture of Shona Lawrence

HI Kat531

Thanks so much for getting in touch! It was great to hear from you and thanks for the additional detail. I'm pleased your daughter is doing better.

I will ensure your complimentary feedback is shared with Emma and with the Clinical Supervisor who provided advice. I am sure they will be delighted.

Thanks again and best wishes to you both.

Shona

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Response from Caroline Logan, Person Centred Co-ordinator, Nursing, NHS Forth Valley 7 months ago
Caroline Logan
Person Centred Co-ordinator, Nursing,
NHS Forth Valley

Submitted on 27/09/2023 at 09:34
Published on Care Opinion at 09:34

Dear Kat531

My apologises for the late response to your story. I am so pleased to read that Chris looked after your daughter so well, and made her laugh and smile. It is always a stressful time when our children are feeling unwell and to hear that our staff not only re-assured her but also yourself.

I have passed on your story to the Senior Charge Nurse, who I am sure will share your kind words with Chris.

I hope your daughter is well and thank you for sharing your experience with us.

Best Wishes

Caroline

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